lessons that only the Websites Are Us support team can teach you! – WAU

Quality in customer service must always be based on empathy and humanization of contact. Want to know how to do this? Then check out this post!

How many times did you not want to buy or did you not want to go back to a store – be it physical or virtual – because you were poorly served?

You don’t have to be a marketing expert to know that a good customer service is essential to your business.

In fact, if you are thinking that having a professional focused on customer service is something cool, but dispensable, you couldn’t be more wrong!

And to prove it, just check out this data:

See how serving the customer well is an excellent tactic to leverage your company’s results?

But as we know that structuring a service process is not an easy task, we selected incredible tips from one of the best support teams in Latin America – Websites Are Us.

Do you want to offer quality service to your customers and don’t know where to start? Then read on because you’ve come to the right place!

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How is the Websites Are Us support team structured?

Currently, our Support team consists of 4 people and we use 3 distinct service channels:

  • the chat;
  • the e-mail;
  • The telephone.

We are always taking turns and paying attention to all these channels so that people do not wait too long to be served.

In addition, we also work with a internal service channel so that other departments of the company can answer questions about the services that our team offers.

What are the metrics of the Customer Support team?

We are a data driven company. And that would be no different in the support team:

First response time

This metric refers to the time we spend responding to a customer counting from the moment he sent the first message. Currently, our first response time is approximately 2 minutes.

Average time to close a conversation

Solve the customer’s problem with agility and efficiency it is extremely important. After all, nobody likes to spend hours waiting for a solution, right?

Therefore, we measure how long it takes us to find a solution to a certain problem and, consequently, to finalize the fulfillment of that request. For you to have an idea, today it takes an average of 1 hour to end a conversation.

Customer satisfaction level

At the end of every conversation, we ask the customer to give a evaluation of service.

This note is given in the form of an emoji:

This is the way we do it internally, but there are several other ways to assess customer satisfaction, the most common of which is to use a scale from 0 to 10.

Average response time

Unlike the first response time, the average response time involves the entire conversation, from the time the customer calls until the conversation ends. Our average response time is around 3 minutes.

Conversations held

This metric refers to the number of conversations that each support analyst participates. To give you an idea, each one of us answers, on average, 200 different conversations per month!

Worksheet for tracking metrics

Download our free template and start tracking your numbers closely!


Basic principles of care

Regardless of the channel used, humanization and empathy are the most fundamental ingredients to ensure customer loyalty.

In this context, scripts ready need to be left aside, since maintaining a natural dialogue with people is the main key to satisfaction.

But how to guarantee humanization and empathy in care?

To prove that this task is not a seven-headed bug, we have separated some infallible and, of course, very simple tips:

Treat the customer by name

Always speak the customer’s name. People need to know that we are talking to them and not just sending automatic responses.

Ask if everything is fine

It is very important for customers to see that we genuinely care about them. Therefore, try to understand the situation from the beginning, as well as what the client is feeling.

Use gifs and emojis

To make the conversation a little more relaxed, take advantage of these resources.

Apologize on behalf of the company

When the customer is dissatisfied with any situation, the ideal is to apologize on behalf of the company, showing that you are very sorry for what happened.

It is very annoying to ask for support from someone who is not calling your problem, agree?

Demonstrate that his problem is also yours

Always be on the client side and show that you want to solve the problem as much as it does.

When the customer sees that the attendant is in his favor, he tends to be much more understanding and patient with solving the problem.

You may also be interested in these other content!
Thank you letter to client: 7 successful models!

Do not use a plastered question script

Pre-made questions give the customer the feeling of being answered by a robot and this can cause a lot of frustration.

If you have difficulty with the issue being resolved, read your answer out loud before sending to the customer. If it sounds weird or robotic, try to rethink something more natural.

Always be available

Before closing a conversation, ask if you can help with anything else. Besides show that you are available to help, the customer may end up remembering another question he has.

Say goodbye every time

Remember: you are having a conversation with a human being. Imagine if after spending an hour talking to someone, the person simply turned his back on you? It wouldn’t be polite at all, would it?

Be patient

When something is part of our daily lives, we become very familiar with it and the answers become very obvious. With that in mind, always keep in mind: what is obvious to us may not be obvious to customers.

Thus, having patience and didactics is essential to make a good attendance.

Keep writing scannable

Write with spacing as large blocks of text are more difficult to understand. In addition, pay special attention to London, especially the correct use of commas, to avoid any unnecessary confusion.

Run tutorials together with customers

In addition to the written part, send tutorials with prints the screen of each step, indicating with arrows where the person needs to click to take the next step, for example:

How to deal with challenging customers?

Most people think that a challenging customer is just one who is angry, but there are other types of people who are difficult to deal with. We separated some examples of these cases found in the service:

Customers who are already very dissatisfied with the company

With these people, every word needs to be meticulously thought out!

Listen to what they have to say. It is very important that you know the right time to speak and, especially, to listen. Above all, show that you understand the reason for dissatisfaction, be very friendly and never retaliate teasing.

Always talk while keeping calm and using a serene voice (or writing). When a person is talking very angry, and you respond calmly, they tend to keep pace and the anger gradually dissipates.

Customers who have difficulty understanding

Some customers have a hard time understanding what we are saying, even when we send the tutorial as self-explanatory as possible.

When you encounter this situation, be understanding, patient, never treat the customer rudely and always try to show that it is not understanding is something extremely normal.

Remember what we talked about above, what is obvious to you may not be obvious to the next one.

An idea to help the customer with difficulty in understanding a simple tutorial, for example, is to do the step by step together with him. That is, get your hands dirty with it when it comes to performing a certain function.

Customers with problems that are difficult to solve

First of all, take a deep breath and stay calm!

Throughout the conversation, as the problem is not resolved, the customer tends to be frustrated, so you need to be calm to think more clearly.

Always try to keep the client aware of the situation and, under no circumstances, lie that is already being solved when you have no idea what to do. Lying makes it much more frustrating than telling you that you can’t solve the issue.

Always advise that you are checking with the responsible sector or that you also need to do a better research on the subject. It is very important to show that you are trying to help and be sincere if you cannot resolve it.

After this content, it became much easier to understand that offering humanized and empathetic support is one of the first steps towards the success of your company.

Did you like to know how we do our service? So take the opportunity to know a little more about WAU content!

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